Problem with service observing

[phonesaz]

I have a client who has one service observing group; one supervisor and 5 members. Whenever one of the members makes a phone call, the speakerphone in the supervisor's office automatically goes on and she is hearing the conversation. I have checked the programming, deleted and recreated the supervisor and her buttons, and it continues to happen. Any thoughts? Thanks in advance..

 

[merlinman]

I think I would create a totally different group and see if that changes anything.

It's supposed to happen if the Supervisor has selected that agent to observe, but if that's not the case, then as I stated above.....

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com

 

[dagwoodsystems]

I've done an awful lot of Service Observe and call queue stuff, yet never experienced what you describe.

You've been here a long time phonesaz (phones Arizona?) and I'm sure that you're observations are good. But as you know, there can be weird interactions once you start taxing the system with some of it's finer points.

I'd look at a full printout of the supervisors station and see what it produces. I'm thinking that there may be some HFAI interaction that isn't addressed in the manual.

Jack's idea is bomb; I'd start there. I finally experienced (for the very first time) this business of software corruption.

Tim Alberstein

http://www.dagwoodsystems.com

 

[phonesaz]

I removed everything (including the HFAI buttons programmed on both phones) and the calls continued popping up. I moved the supervisor's extension to another port and so far so good. If it doesn't happen in the next few days I am going to rebuild the svc observing group and see what happens. A first for me also... thanks guys.